SDA Solutions LLC, an IT consulting company, is seeking a Service Desk Manager for an important customer in Quantico, VA.
Develop the SOPs for the customer service team and manage the day-to-day operations of an Enterprise Service Desk.
Design, develop and implement Tier 1 and/or Tier 2 customer service support processes.
Build the team and mentor team members to ensure consistent levels of steady state operation tasks and activities.
Ensure rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
Identify, analyze, and track risks, communicating statuses, and escalating concerns when needed.
Identify and coordinate cross-team dependencies and collaborate with functional and engineering teams as required.
Recommend and implement approved performance and workload capacity monitoring tools.
Build a knowledge base of client’s business, systems and objectives.
7+ years’ proven experience managing an IT customer service center
Experience working with a Federal Customer
Excellent analytical skills and business presentation skills
Strong client interfacing skills: a positive attitude, highly motivated, excellent communication and interpersonal skills
ITIL certification a plus
Experience providing executive and VIP service desk support.
Experience managing ticket resolution ITSM, such as Remedy.
Experience with mobile device management, including handling mobile device requests in accordance with AF policies, issuing devices, administering accounts, and troubleshooting mobile devices.
Experience with Blackberry devices and Blackberry Unified Endpoint Management software on mobile devices.
Special Requirements/Security Clearance
Typical office environment, able to sit for extended periods of time and stand for various periods of time.
About SDA Solutions LLC
Founded in 2013, SDA Solutions LLC (SDA) is an agile, minority and service disabled Veteran-owned small business (SDVOSB) located in the Northern Virginia region. As a professional support services company, SDA is committed to delivering an efficient and effective holistic approach to provide best in class IT Operations, Systems and Security Engineering, Cyber Security, and Test and Evaluation solutions tailored specifically to each of our client’s requirements.
Our vision is to continuously exceed expectations through providing a highly qualified, ethical, and capable professionals with a true passion to understanding our client’s mission and doing what it takes to ensure their success. Coupled with our highly skilled and passionate employees, we will provide innovative approaches using the latest technological capabilities and methods to plan, implement, and sustain advanced solutions unique to each one our client’s need.
All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status.
This position is contingent upon Contract Award and Customer Approval.